We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4078 results
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Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision -
Decision Reference DRN3032539
22 Jul 2016 A Shade Greener Limited Not upheldBanking and creditMs R complains about a boiler and service plan she bought in 2013 through finance from A Shade Greener Limited (‘ASG’).background In summary, Ms R says that the day after the installation of the boiler she had problems with leaks. She says that she reported this to A... (4 pages)View decision -
Decision Reference DRN-4717253
8 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4717253 The complaint Ms F's complaint is about the handing of claims made under a “Heating, Plumbing and Electrics” insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-3804069
14 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3804069 The complaint Mr L is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) dealt with his claim under his home emergency policy. What happened In February 2022 Mr L contacted RSA to report that his boiler had broken down. RSA arranged for their agents to deal w... (3 pages)View decision -
Decision Reference DRN2006890
31 Mar 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr C has complained about Ageas Insurance Limited. He isn’t happy about the way it handled a claim under his home emergency policy. backgroundMr C has a home emergency policy with Ageas. In January 2015 his boiler stopped working. He notified Ageas and was told that ... (2 pages)View decision -
Decision Reference DRN-3686039
29 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3686039 The complaint Mrs H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service provided following the claim she made on her boiler emergency cover insurance policy. What happened On 3 November 2021, Mrs H contacted AIL to make a claim on her insurance policy ... (3 pages)View decision -
Decision Reference DRN6697558
20 Jan 2016 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Mr T is unhappy with the handling of his claim under a home emergency insurance policyprovided by Amtrust International Underwriters Ltd.backgroundI issued a provisional decision on this matter in November 2015, part of which is copied below:“Mr T made a claim under h... (3 pages)View decision -
Decision Reference DRN4662619
19 May 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs S complains because Royal & Sun Alliance Insurance Plc (‘RSA’) hasn’t dealt with a claim under her home emergency insurance policy. backgroundMrs S made a claim under her insurance policy with RSA because her boiler broke down.RSA sent an engineer to look at t... (3 pages)View decision -
Decision Reference DRN1115724
12 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited should refund some of her payments on a landlord’s HomeCare policy. She says that it had been unable to get spare parts for her boiler since about 2007.backgroundMrs B let her property to tenants. After the boiler brok... (2 pages)View decision -
Decision Reference DRN0342822
8 Jul 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr R complains that Inter Partner Assistance SA (“IPA”) has rejected a claim for a boiler repair under his home emergency insurance policy.backgroundMr R owns a rental property and had a home emergency insurance policy to deal with any problems his tenant had. When the ... (3 pages)View decision